At Fulcrum, launching a customer is much more than implementing software. It's about understanding how a manufacturing business actually operates, identifying the challenges holding it back, and helping the team build better ways of working.
Manufacturers have complicated operations, interconnected workflows, and unique ways of running their businesses. The most important problems aren't always the ones customers initially describe. You'll need to ask thoughtful questions, recognize what's happening beneath the surface, and help customers navigate both technical and operational change.
You'll own customer launches from discovery through adoption, building relationships across their organizations and turning complex operational challenges into practical solutions. You'll need to see the big picture, navigate ambiguity, and make thoughtful decisions without waiting for every step to be mapped out.
You'll also independently use AI-assisted tools to build solutions, automate workflows, and troubleshoot technical challenges. You don't need to be a traditional software engineer, but you do need the technical curiosity and resourcefulness to turn ideas into working solutions.
- This is a role for someone who enjoys figuring things out, learning how businesses work, and taking ownership of meaningful customer outcomes.
- What You'll Do
- Own Customer Launches
Lead customers through the full implementation process, from discovery through successful launch and adoption.
Own project timelines, milestones, deliverables, and customer communication across multiple launches.
Develop a deep understanding of each customer's manufacturing operations, business goals, and existing workflows.
Translate complex operational requirements into practical solutions using Fulcrum.
Anticipate risks, dependencies, and obstacles, proactively developing solutions to keep launches moving.
Help customers navigate operational change, build confidence in new processes, and successfully adopt Fulcrum.
Understand the Business Behind the Problem
Ask thoughtful questions to uncover what customers actually need, even when they have difficulty articulating it.
Look beyond a customer's initial request to understand the underlying business problem.
Understand how departments, stakeholders, and operational processes influence one another.
Navigate competing priorities, internal dynamics, and differing perspectives within customer organizations.
Connect implementation decisions to broader business goals, balancing customer needs, technical capabilities, and practical constraints.
Continuously expand your understanding of manufacturing operations and identify opportunities customers may not recognize themselves.
Build and Solve with AI
Independently use AI-assisted development tools to build functional solutions, automate workflows, and solve customer problems.
Create or adapt tools, troubleshoot integrations, transform data, and improve operational workflows using AI-assisted approaches.
Experiment with new technologies and approaches rather than automatically relying on Engineering for every technical challenge.
Evaluate the quality, reliability, and practical usefulness of solutions before implementing them.
Recognize when deeper technical expertise is needed and collaborate with Engineering when appropriate.
Identify opportunities to improve internal launch processes through automation, better tooling, and repeatable solutions.
Communicate, Collaborate, and Drive Outcomes
Build trusted customer relationships through clear communication, thoughtful guidance, and consistent follow-through.
Explain complex technical and operational concepts in ways different audiences can understand.
Set realistic expectations, communicate tradeoffs, and confidently navigate difficult conversations.
Collaborate with Sales, Product, Engineering, Support, and Account Management to deliver successful customer outcomes.
Bring recommendations and potential solutions when raising problems rather than simply escalating issues.
- Share customer insights and recurring challenges to improve Fulcrum's products and implementation processes.
- Who You Are
- Naturally curious. You genuinely want to understand how things work. You ask thoughtful questions, challenge assumptions, and dig beneath surface-level answers.
An exceptional problem-solver. You can take complicated, incomplete information and identify a thoughtful, practical path forward.
A technical builder. You're comfortable independently using AI-assisted tools to create functional solutions, automate workflows, and solve technical problems. You don't need to be a software engineer, but you enjoy building and figuring things out.
Industrious and self-directed. You naturally look for things to improve, build, or solve. You take initiative without waiting for someone to assign you a problem.
Comfortable with ambiguity. You can make sound decisions, adapt as new information emerges, and maintain momentum without needing every detail mapped out.
Perceptive and thoughtful. You read between the lines, recognize unspoken concerns, and understand how people, processes, and competing priorities influence outcomes.
An excellent communicator. You build trust, explain complicated concepts clearly, and navigate difficult conversations with confidence and empathy.
Accountable for outcomes. You take ownership, follow through on commitments, and measure your success by the problems you've solved rather than the tasks you've completed.
Always learning. You're motivated to continuously expand your understanding of technology, manufacturing, and what you're capable of accomplishing.
You also bring
Experience in customer implementation, technical consulting, solutions engineering, project management, or another role involving complex customer problems.
Strong ability to understand business processes, map workflows, and translate operational needs into practical solutions.
Demonstrated ability to independently use AI-assisted tools to build functional solutions, automate workflows, or solve technical problems.
Experience managing complex projects involving multiple stakeholders and competing priorities.
Strong technical aptitude, analytical skills, and comfort learning new software and systems.
Excellent written and verbal communication skills, with the ability to manage customer relationships independently.
Experience with APIs, integrations, data migration, or workflow automation is a plus.
Experience with manufacturing operations, ERP systems, or other complex operational software is a plus.
- We care more about your curiosity, judgment, technical resourcefulness, and ability to solve difficult problems than whether you've followed a traditional implementation or technical career path.
- What Success Looks Like
- You independently lead complex customer launches from discovery through successful implementation and adoption.
You understand your customers' businesses deeply enough to identify problems and opportunities they may not have recognized themselves.
You turn ambiguous operational challenges into thoughtful, practical solutions without needing constant direction.
You use AI-assisted tools to independently build solutions, improve workflows, and solve technical problems.
Customers trust your judgment, communication, and ability to guide them through difficult decisions.
You anticipate obstacles, navigate competing priorities, and maintain momentum across multiple launches.
You improve how launches are delivered, making the process more effective and scalable.
- Your impact is measured by successful customer outcomes and meaningful operational improvements, not simply the number of implementation tasks completed
- Salary + Benefits
- $85,000 - $135,000 base salary
Equity
401(k) matching after 90 days - immediate vesting
Health, dental, and vision benefits
Wellbeing benefits and perks
Unlimited vacation policy with minimum required vacation days
Cell phone & internet plan coverage
This role is open to candidates located in the U.S. and authorized to work here. We’re not able to offer visa sponsorship or consider international applicants at this time.
